How we obtain your personal data
We may collect and process the following data about you (which may include personal data and/or sensitive personal data): Information you provide by filling in forms on the Website or Google Advertising Landing Pages. We may also ask you for information when you report a problem via our website. If you contact us, we may keep a record of that correspondence. We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them Details of your visits to our site including but not limited to, traffic data, location data, weblogs and other communication data Your name, company name, telephone number, mobile number, email address and password. We may need this information in order to provide you with access to the website and to ensure we can identify you
How we use your personal data
Information that you or a third party provide to us about you) which may include personal data and/or sensitive personal data) will be used only for the following purposes (and subject to any preferences you have notified us of):
● By requesting a quote or information, you consent to your data being shared within EEC Home Improvements Group. These businesses will not use your personal information except to provide services via us. They are required to maintain the confidentiality of your information.
● We may retain and disclose your personal data in order to comply with any statutory, legal or regulatory obligations. We are required to report details of any suspicious transactions to the National Crime Agency and may need to forward information including personal data to them or related organisations. Similarly, we may also need to disclose information about our customers, including personal data, to certain bodies who have statutory powers, for example, the Department of Work and Pensions.
● We may share your personal data with carefully selected companies for marketing purposes. We or they may contact you by mail, telephone, SMS, email or other electronic messaging service with offers of products, services and information which may be of interest to you. By providing us with your contact details you consent to being contacted by these methods for these purposes.
Keeping your information safe
Keeping your personal data secure
Your legal rights
We are committed to delivering the rights that the Data protection Act 1998 provides to individuals. Amongst these is the right to access personal data (Data Subject Access Request) that we hold about you. If you decide to exercise this right we will send you an application form so that you can assist us to locate all of the information that we hold. We will also request a fee in accordance with the Act. When we have received the completed form and the fee we will provide the information that meets the criteria specified in the Data Protection Act within 40 days. We may monitor or record telephone conversation to enhance your security and ours, to enable us to handle complaints efficiently, improve our customer service and for staff training purposes. Other information you should note is that if our business (or any part of it) is sold or transferred at any time, the information we hold may form part of the assets transferred although will still only be used in accordance with this policy. Contact us If your personal details change, if you change your mind about any of your marketing or other preferences, you wish to receive further information on how we use your information or have any queries, please let us know by contacting us.
EEC Home Improvements prides itself on providing excellent customer care. However, we accept that there are times when we get it wrong and that you need to bring these times to our attention so that we can resolve your complaint quickly.
If you need to raise a complaint, we would be grateful if you would follow the appropriate route for your complaint as outlined below:
a) In the first instance telephone the company’s customer service department – numbers can be found on the company website
b) Complaints are initially handled by the company’s Customer Service Department
c) The company make every reasonable effort to ensure that all complaints receive acknowledgement on the same day a letter/email is received
d) We aim to provide you with an outcome to your complaint within 14 days
e) The company operates a 24-hour critical response to certain types of complaint – for example where a customer is left without heating, hot water or electricity. This list is not exhaustive and other circumstances may be deemed critical.
f) During the initial call, Customer Services staff endeavour to confirm the details of the compliant and establish any further facts to resolve the matter. Wherever possible, every reasonable effort is made to resolve the issues there and then over the telephone.
g) If a complaint is resolved in this manner, a letter confirming the outcome of the complaint is sent to the complainant and the complaint closed
h) If they are unable to resolve your complaint, please put your complaint in writing (either by letter or e-mail) to the Head Office Manager – address can be found on the company website
I) The Head Office Manager will respond to your complaint within no more than 3 days
j) Once and issue is resolved and confirmation sent in writing, if a complainant is not satisfied with the way the matter has been dealt with, he or she can contact the Directors in writing or by email to address any specific issue.
k) The information left with the customer about the HIES scheme explains what to do if they have a complaint. It also covers conciliation and independent arbitration.